DE033205-Customer Service Analyst

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

WORK SETUP: Return to Office

• Handle inbound consumer customer contacts transferred from the automated contact layer across voice, chat, email, and digital channels, covering complex billing inquiries, account management, payment processing, and service support.
• Resolve billing discrepancies, process adjustments, and manage account changes that require broader service authority or experienced judgment beyond the standard agent tier.
• Apply client-defined retention frameworks and service offers for at-risk customers within prescribed authority parameters.
• Manage appointment scheduling, technician visit confirmations and rescheduling in coordination with the Dispatch function.
• Process service requests include orders, plan changes, upgrades, downgrades, moves, conversions, seasonal holds, and disconnections.
• Provide real-time guidance and support to Consumer Care Agents on complex contact handling and exception scenarios.
• Escalate contacts exceeding defined service authority to Fidium’s internal team with complete interaction context to avoid customer repetition.
• Accurately document all interaction outcomes, contact reasons, and resolution details in the case management system in line with quality and compliance requirements.
• Adhere to all applicable data privacy, confidentiality, and regulatory compliance requirements on every interaction.
• Meet workstream SLAs, KPIs, and quality targets as defined by the engagement.

Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2